Modernizing Service Experiences With AI & Digital

July 21-23, 2020 | 12-3 PM ET

Day One


Sandy Ko

Senior Analyst & Conference Director
Customer Management Practice

12:00 pm - 12:30 pm Build Your Super Channel Strategy

Justin Reilly - Chief Product Officer, Ting | Tucows

Mastering the omnichannel experience has been the key to an effortless experience and the idea of omnichannel permeated through the industry. However, there is a fatal flaw in the omnichannel experience when your customer and business needs are not a one size fits all especially during a time of crisis. As shelter-in-place orders quickly took place as the coronavirus took the world by a whirlwind contact centers saw unprecedented volumes of customers reaching out for support. However, due to the lack of agility, unthinkable technology gaps, and a reduced workforce, many organizations were simply not ready to seamlessly transition to a virtual environment to provide an omnichannel experience. With the world in crisis mode it is time to consider mastering service delivery on one channel for resilience, agility, and for the future.

 In this session, Justin shares his provocative take on the future of the service experience:

  • Deliver one channel well, not all channels fine
  • How to select and build your super channel
  • How can AI integrate into your super channel strategy 

Justin Reilly

Chief Product Officer
Ting | Tucows

12:35 pm - 1:05 pm Ending the Conversation - A Faster Road to AI in Digital Customer Service

Michael Khalili - Director of Product Marketing, Helpshift

Most AI projects in customer service fail. Often, the problem isn’t the technology but rather its application. Using AI to mimic human conversation often ends in spectacular failure--it becomes a multi-year, expensive science project that actually makes the customer experience worse.

Thankfully, digital channels offer a frustration-free alternative, using AI to do what it does best-- detect, route, and resolve common issues. This approach delivers both substantial cost savings and improved customer satisfaction, and does it in a fraction of the time.  However, it takes a new playbook to be successful.  

Join Michael Khalili, Director of Product Marketing from Helpshift and Brian Cantor, Principal Analyst & CCW Digital Director, to learn:

  • How to know where to start with AI and get the best bang for the buck
  • The role of intent classification, and how to shift your focus to what really matters
  • The right way to build bots that solve customer issues rather than create frustration
  • How using AI creates richer ways to interact with customers


Michael Khalili

Director of Product Marketing

1:10 pm - 1:55 pm The AI Dream Team: Future-Proof Your Customer Service Strategy with Cognitive Search & Applications

Vishal Sharma - Chief Technology Officer, SearchUnify

According to a recent survey by Fortune, over 75% of the top 500 CEOs in the world believe that the current crisis has accelerated the pace of technological transformation. Every job function across the globe has had to adapt and evolve with this dynamic shift in operations. Customer support is no different. Support leaders are realizing the importance of augmenting their teams with the tools that ensure meaningful productivity and empower them to deliver a seamless CX, irrespective of where they might be working from. AI and digital technology has transformed from being a “good to have” add-on to the driver of relevant and future-proof digital experiences for both your customers and employees.

Join Vishal Sharma, as he talks about:

  • What are the current top priorities for business leaders across the globe
  • How AI-powered search and applications can help you build a future-proof support operation
  • Key components of your AI Dream Team


Vishal Sharma

Chief Technology Officer

Join Kustomer & Aarde Cosseboom, Senior Director of GMS Technology, Analysis & Product of Techstyle Fashion Group for Leveraging AI Automation and Self-service to Power your Contact Center.

We will discuss real-world use case of how AI-powered automation is rapidly becoming a must-have contact center self-service tool for driving better customer experiences, and how organizations have successfully implemented these technologies by driving user adoption, attaining valuable insights, and avoiding common pitfalls.


Gabe Larson

VP of Growth


Vikas Bhambri

SVP of Sales & Customer Experience


Aarde Cosseboom

Senior Director of GMS Technology, Analysis & Product
Techstyle Fashion Group

2:25 pm - 2:55 pm Digital Transformation: Investments for Now and For the Future

Christopher Danvers - VP Payments and Digital Services, American Airlines Federal Credit Union

The coronavirus has changed the way organizations conduct business with their customers. More organizations are updating their procedures and policies to accommodate their customers as the coronavirus continues to disrupt the world. 

But what does this disruption mean for your business's digital transformation efforts? 

Now more than ever before, your ability to serve customers remotely via digital experiences is becoming one of the most important ways to do business. When there are limited physical places to do business, such as brick-and-mortar stores, it means there’s an increased need and desire to do business digitally. Prior to the coronavirus American Airlines Credit Union already had a very mobile field of membership due to Christopher and his team. With the help of digital investments they previously implemented they were able to assess gaps in their system and quickly provide seamless CX to serve their customers. 

In this session, Christopher will discuss:

+ How digital channels provide insight into your customer needs

+ Where to invest in digital and automation opportunities

+ The impact of digital transformation on your team members


Christopher Danvers

VP Payments and Digital Services
American Airlines Federal Credit Union

3:00 pm - 3:30 pm Superhuman Service: AI-Integrated Customer Service in Times of Crisis & Plenty

Vivek Asija - Senior Director, Product Marketing, Freshworks

With businesses in a slump and skeletal staff, there’s no better time to integrate AI and automation into your customer experience strategy.

This session will cover the following:

  • How AI is currently being used to enhance the customer experience
  • AI in self-service and why it’s key during a crisis

  • Best practices when integrating AI into your current support landscape


Vivek Asija

Senior Director, Product Marketing